Shan Cooks
Brooklyn,NY
Summary
Dynamic Client Success Manager with a proven track record of driving exceptional customer satisfaction and retention. Skilled communicator with phenomenal sales acumen, consistently exceeding revenue goals and managing high-profile accounts. Experienced in working closely with C-level clients across industries, including corporate sponsorships, government contracts, and NBA partnerships. Adept at fostering long-term relationships and ensuring the successful delivery of client solutions while collaborating with cross-functional teams to drive growth and innovation.
Overview
6
6
years of professional experience
Work History
Government Account Executive - CSM
FAA
Dallas, TX
01.2019 - Current
- Developed and maintained strong relationships with key stakeholders within the United States Air Force, acting as the primary point of contact for all communication and service needs regarding aviation training.
- Sales and Contract Management - Managed and assisted in negotiating contracts with vendors and suppliers to ensure compliance with Air Force and Army regulations and to support operational needs.
- Developed and maintained a robust pipeline, leveraging market intelligence to expand business opportunities.
- Served as the primary point of contact for C-level executives within government organizations, fostering relationships to drive sales growth.
- Successfully managed and closed high-value contracts with the US, Jamaican, Iraqi and Canadian military. Meeting a quarterly sales quota of $4 million+.
Client Success Manager
Celsius
Los Angeles, CA
06.2022 - 10.2024
- Managed and nurtured relationships with NBA corporate sponsors, ensuring successful execution of partnership agreements.
- Collaborated with the Major sporting arenas such AAC and Thomas and Mack Center to create customized marketing and sponsorship strategies aligned with the goals of both Celsius and the franchise.
- Negotiated contract renewals, sponsorship terms, and partnership agreements to achieve quarterly sales quotas.
- Provided regular performance reporting and insights to C-suite executives, demonstrating the value of sponsorship programs.
- Led account management efforts, ensuring customer satisfaction and driving renewal opportunities across sponsorship deals.
Client Success Specialist
Homeland Security US Department
Dulles, WA
10.2021 - 09.2024
- Participated in training sessions designed to enhance knowledge of products and services offered by the company.
- Collaborated with internal departments to resolve customer inquiries in a timely manner.
- Performed data entry tasks for client records management.
- Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
- Documented all customer interactions in the company's database system.
- Assisted other departments with resolving any outstanding client issues.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Conducted regular performance reviews of the Business Development Team members to identify areas for improvement and provide feedback and guidance for career growth and development.
Director of Client Success /Sales and Marketing Representative
New Orleans Pelicans
New Orleans, LA
01.2019 - 08.2021
- Collaborated with corporate sponsors to create tailored marketing strategies that align with the team's goals and corporate branding.
- Developed and executed comprehensive marketing campaigns to enhance brand visibility, fan engagement, and ticket sales.
- Assisted with the planning and execution of large-scale events, such as game-day promotions, community outreach, and special corporate-sponsored activities.
- Worked closely with cross-functional teams (sales, operations, and customer service) to ensure cohesive communication and seamless execution of marketing plans.
- Manage PR efforts to enhance the NOP' public image, including drafting press releases, coordinating media events, and handling crisis communications.
- Developed and maintained project plans, timelines, and budgets.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
Education
MBA -
University of Louisiana At Lafayette
Lafayette, LA12-2018
Bachelor of Arts - Mass Communication
Northwestern University
Evanston, IL05-2014
Skills
- Sales Forecasting and Quota Achievement
- Cross-Functional Team Leadership
- C-level client relationship management
- KPI Development and Monitoring
- Conflict Resolution and Problem-Solving
- Data-Driven Decision Making
- Contract Negotiation and Closing
- Government Contract Management
- Strategic Account Management
- Excellent Communication
- Professionalism
- Relationship Building
Timeline
Client Success Manager
Celsius
06.2022 - 10.2024
Client Success Specialist
Homeland Security US Department
10.2021 - 09.2024
Government Account Executive - CSM
FAA
01.2019 - Current
Director of Client Success /Sales and Marketing Representative
New Orleans Pelicans
01.2019 - 08.2021
MBA -
University of Louisiana At Lafayette
Bachelor of Arts - Mass Communication
Northwestern University
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